Reception Manager - The House of KOKO

Division: The House of KOKO, Management

Reports to: Head of Guest Experience / General Manager

Terms: This is a full-time position operating at The House of KOKO on a rota basis across 5 days per week. Shifts will be varying and include late night and weekends, in line with the business operational hours

Job Summary

The House of KOKO, a prestigious members’ club spanning four floors—including a rooftop terrace, dome cocktail bar, piano bar, and hidden speakeasy—is seeking an exceptional Reception Manager to lead our front-of-house team and oversee the smooth operation of all entry points.

Managing a team of 15, this role is responsible for ensuring an efficient, welcoming, and seamless arrival experience for all members and guests. The Reception Manager will drive service excellence, operational efficiency, and commercial performance, ensuring that all front-of-house interactions reflect the House’s brand identity.

With a passion for music, culture, art, and hospitality, the ideal candidate will be a confident and charismatic leader who can balance people management, operational execution, and business objectives. They will work closely with the Head of Guest Experience and other key stakeholders to ensure the highest standards are upheld while optimising efficiency and revenue generation.

Role & Responsibilities

Operational Excellence & Commercial Performance

• Oversee the day-to-day operations of Reception, ensuring smooth service flow and optimal staffing levels.
• Maximise revenue opportunities through reservations, space optimisation, and membership promotion.
• Ensure that all front-of-house processes align with operational and financial targets.
• Having strong understanding of the offering, and able to lead a guest service and sales teams.
• Maintain brand consistency across all guest entry points, elevated experience.
• Consistently reinforce brand identity through tone, service delivery, and operational execution, ensuring alignment with the company’s vision
• Implement and refine systems and procedures to enhance check-in efficiency and overall service standards.
• Collaborate with the Events, Membership, and Sales teams to support club programming and member engagement.
• Act as an ambassador for the House, ensuring that all members, guests, and team members experience the brand’s identity through every touchpoint
• Work closely with the Security, Hospitality, and Operations teams to coordinate arrivals and seamless event execution.

Leadership & Team Development

• Lead by example as the face of the front-of-house operation, ensuring a welcoming and professional atmosphere.
• Motivate and manage a high-performing reception team, ensuring alignment with the club’s vision and service ethos.
• Implement structured training and development programs to enhance team performance, confidence, and efficiency.
• Oversee scheduling, wage costs, and performance management, ensuring the team operates efficiently within budget.
• Foster a collaborative and supportive team culture, ensuring clear communication and accountability.
• Work closely with HR and senior leadership to attract and retain top hospitality talent, and manage the employee journey of team members

Strategic & Cross-Department Collaboration

• Support the Head of Guest Experience in delivering initiatives that enhance the arrival and in-house journey for members and guests.
• Drive the delivery of a departmental strategy supported by CRM, leading incentives to support KPI’s and targets are achieved in line with the business goals,
• Assist in the planning and execution of strategic initiatives that improve efficiency, member retention, and commercial performance.
• Ensure the smooth integration of front-of-house operations with Membership, Sales, and Event teams.
• Maintain compliance with Health & Safety regulations and licensing objectives, ensuring all legal and operational standards are met.

About You

We’re looking for a confident and commercially-minded leader with a strong background in hospitality, front-of-house operations, or members’ clubs. You’ll be passionate about creating engaging, seamless, and high-quality experiences, ensuring that operational efficiency and team leadership go hand in hand.

• Proven experience in a similar role within a hospitality, luxury, or members’ club environment.
• Strong commercial mindset, with the ability to drive revenue, efficiency, and operational improvements.
• A charismatic and strategic leader, with a track record of managing and mentoring high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to collaborate across departments.
• Highly organised, solution-oriented, and proactive, with a keen eye for detail and presentation.
• Confident working in fast-paced, multi-faceted environments, balancing business priorities with service excellence.
• Passionate about London’s cultural, hospitality, and entertainment scene, with a natural ability to connect with people.

This role is perfect for a dynamic hospitality professional who thrives in high-energy environments, ensuring smooth operations and delivering exceptional service standards while supporting the broader strategic vision of the House.

Please note we can only consider applicants with the right to work in the UK